Canadian Diabetes Association
1400-522 University Ave.
Toronto, ON M5G 2R5

Examples of complaints include but are not limited to:

Perceived failure to do something agreed upon;

Failure to observe policy or procedures;

Error made by an employee/volunteer; or,

Unfair or discourteous actions/statements by an employee/volunteer.

When we receive a complaint

We will work conscientiously to address concerns, find solutions to problems and correct mistakes. We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, and provide you with a response.

From time to time we receive complaints that do not relate directly to something for which the CDA is responsible. As a charity, we have limited resources and must use these in the most effective way possible. We may, therefore, choose not to respond to a complaint when:

A complaint is about something to which the CDA has no direct connection;

Someone unreasonably pursues a complaint to which we have already responded. While a complaint may be escalated, we may choose not to reply again and we will always inform you of our decision to do this;

A complainant is being obviously abusive, prejudiced or offensive in their manner;

A complainant is harassing an employee;

A complaint is incoherent or illegible;

A complaint has clearly been sent to us and numerous other organizations as part of a bulk mailing or e-mail.

The CDA cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.